Service recovery is an important and effective customer retention tool. 

One way your office can ensure repeat business is by developing a strong customer service program that includes service recovery as an essential component. The concept of service recovery involves taking responsive action to "recover" lost or dissatisfied customers and convert them into satisfied customers. Your practice can become more customer-oriented by taking advantage of the information provided by patient complaints, increasing patient satisfaction and retention in the process. Become better today!

Program Topics

• What can happen when service goes wrong?
• The cost of a bad experience.
• Communication breakdowns.
• What do your patients want when things go wrong?
• The five core skills to recovery.
• Control how YOU react.
• Listen and ask more questions.
• Know your solutions.
• Next steps - create a Preparedness Plan

Time Commitment

3-hours

Audience

All staff in the office, no matter role or experience level.

Cost

Costs are now included in your Eye Recommend membership. 

For any questions, please contact your Trainer or email training@eyerecommend.ca